Hypercare ERP: why post-deployment support is essential for the success of your project
- Elise Dejour
- Dec 16, 2025
- 3 min read
What is hypercare and why is it essential?
Hypercare refers to the intensive support phase that follows the deployment of an ERP, CRM, or business application project. This is the period during which the project teams (integrator, publisher, IT department, business units) closely monitor users to ensure the stability, performance, and adoption of the solution.
In short, this is when the following takes place: Rapid detection and correction of post-go-live anomalies. Direct response to user questions. Adjustment of settings if necessary. Additional training and change management support. Without this hypercare phase, the solution risks losing its effectiveness. In addition, teams that are not properly supported during this phase may not use the solution to its full potential.
The ERP project lifecycle: understanding where hypercare fits in
An ERP project generally follows five main stages:
Analysis and scoping: definition of requirements and processes.
Development and integration: technical implementation.
Testing and acceptance: validation prior to deployment.
Go-live: switch to production.
Hypercare and ongoing support: stabilization and improvement. Hypercare occurs immediately after going live.
This is a crucial period when teams transition from project mode to operational support mode. It is the phase in which the solution is launched.
Support vs. Hypercare: What's the difference?
Many companies confuse hypercare with support. However, the two serve different purposes:
Hypercare | Support |
Immediate post-deployment period | Long-term support |
Strong mobilization of project teams | Support provided by the support service |
Maximum responsiveness, continuous monitoring | Ticket management and SLAs |
Objective: stabilize the solution | Objective: maintain, develop, and optimize |
Hypercare is therefore a transitional stage towards support. Once the solution has stabilized, the baton is passed to the support team, often via a centralized tool such as Azure DevOps.
What is support service (and why you shouldn't do without it)
An integrator's support service allows you to:
Manage incidents and change requests (via tickets) for the software.
Answer questions from end users about how the solution works, the solution itself, or new updates.
Deploy new features (modules, connectors, automations).
Maintain legal and technical compliance (such as Microsoft updates, taxation, nLPD/GDPR).
Good support is not limited to simply "fixing" the solution: it develops the information system in line with the pace of the business and user needs. Without structured and responsive support, an SME risks:
Prolonged business interruptions.
A deterioration in data quality.
Unforeseen costs related to emergency interventions.
A decline in tool adoption (and therefore in the project's ROI).
Integrate support into a change management process
Support and hypercare are not just technical aspects. They are also levers for driving change: Train users on new features. Answer questions from the field. Collect feedback to improve processes. Maintain team motivation and engagement.
At Almakom, support is an integral part of our comprehensive service. We don't just implement ERP and CRM solutions: we help your teams adopt them for the long term, in a secure and scalable environment.
What tools are needed for effective support? (Azure DevOps)
Modern support relies on collaborative tools such as Azure DevOps, which enables:
Tracking of tickets and user requests.
Planning of upgrades.
Complete traceability of corrections and deliveries.
Automation of deployments (CI/CD).
Thanks to these tools, support becomes a lever for continuous improvement, rather than just a cost center.
Why choose Almakom for your hypercare and ERP support?
Because ERP doesn't stop at deployment. At Almakom, we combine:
Expertise in Microsoft Dynamics 365 solutions,
Personalized on-site support,
Support processes integrated with DevOps,
Ongoing user training.
Our "integrator and publisher" approach allows us to adapt tools to specific industries (transportation, distribution, production, technical services, etc.) while ensuring the performance, security, and scalability of our solutions.
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